Research Project: POS Role in Enhancing Tesco Customer Satisfaction

This research project investigates the impact of Point of Sale (POS) systems on customer satisfaction within Tesco, a major UK-based retail organization. The report begins with a research proposal outlining the aim to analyze the role of POS in enhancing customer satisfaction, along with specific objectives focusing on the concept of POS, its implementation in Tesco, and the relationship between POS and customer satisfaction. The literature review explores the concept of POS systems, their implementation in Tesco, and the direct correlation between POS and customer satisfaction. It highlights how POS systems facilitate transactions, manage inventory, and provide customer data for loyalty programs, ultimately contributing to improved customer experiences and operational efficiency. The project also details the research methodology, data collection, and analysis, providing a comprehensive overview of the POS systems' impact on customer satisfaction levels, concluding with recommendations for optimizing POS systems in Tesco to further improve customer satisfaction.

RESEARCH PROJECT

TABLE OF CONTENTS
LO 1.................................................................................................................................................1
1.1 Research Proposal............................................................................................................1
P2 Research methods to conduct primary and secondary data...............................................7
LO 2...............................................................................................................................................11
P3 Conduct primary and secondary research with using appropriate methods....................11
P4 Research findings with data analysis..............................................................................14
LO 3...............................................................................................................................................22
P5 Communicate research outcomes in an appropriate manner...........................................22
LO 4...............................................................................................................................................24
P6 Reflection .......................................................................................................................24
P7 Alternative research methodology..................................................................................24
REFERENCES..............................................................................................................................25
APPENDIX....................................................................................................................................29
Research Proposal Form.......................................................................................................29
Research Ethics Approval Form...........................................................................................34

LO 1
TOPIC
To analyse the role of POS in enhancing the customer satisfaction level in a retail based
organisation in UK : A study on Tesco
1.1 Research Proposal
Overview of the research
POS is used customer satisfaction by transactions and through surveys. In retail sectors in
UK POS manages trends of items in a very faster way, sell goods at high margins. Customer
order their products faster and they interact more and doesn't make any mistake. It depends on
ERP and CRM system (Bathelt and Glückler, 2017). It is becoming a profit developing system.
Good POS are associated with purchasing power of customers in UK. It can move with all kind
of customers and can customize with all kinds of customers if they want. All products are viewed
to be sold quickly and profits dropped at bottom line. In online businesses interacting and
understanding with customers is quite simpler than going offline with retailers. POS has now
become a marketing area for retail stores. Many business associates now easily cross-sell, can
conduct programs and target quality customers for more sales. Delivery of products is now just a
click away from the hand of customers.
Research aims and objectives
Aim
To analyse the role of POS in enhancing the customer satisfaction level in a retail based
organisation in UK : A study on Tesco
Objectives
 To analyse the concept of POS.
 To evaluate the implementation of POS system in Tesco.
 To understand the relationship between POS and customer satisfaction.
 To recommend ways of evaluating the role of POS systems on providing customer
satisfaction.
Specification
The topic, role of POS system in increasing the rate of customer satisfaction has been
chosen because it has been observed in various cases that some factors like standing in queues
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for a long time etc. acts as a sort of disappointment of the customers. So, for coping with the
same, digital technology such as POS systems can be implemented in Tesco so that the
customers can have a better experience in doing the payments for the products purchased. So,
there is a need for involving and implementing the POS systems in Tesco so that the customers
can have a better arte of experience and satisfaction rate as well.
Activities and timescale
Basis Week
1
Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8
Analysis of
the
problem
Making the
aim
Making the
objectives.
Collection
of data on
the basis of
themes
Research
methodolog
y
Gathering
of the
primary
data
Analysing
the
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gathered
information
Conclusion
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Literature review
Introduction
The second chapter of the research project is Literature review. In this, a discussion on
the different objectives will be discussed covering all the essential aspects and factors. The
literature review will present the role of the POS system in retailers, as in this, this will cover the
role and impact of the POS systems in Tesco and how they are throwing an impact on the overall
satisfaction level of the customers.
Literature review
Concept of POS
A point of sale (POS) system is considered as a place that makes involvement of a cash
register which further involves various features inside it. Some well known and common
examples of this includes printer through which receipt is printed out, barcode scanner, card
reader etc. Where there is an efficient and appropriate availability of all the factors that the sales
can be made. It also makes involvement of a debit or credit card reader, thus it acts as a feasible
option for the people to just swap the card and the payment is done. So, a POS can also be
considered as an area where the customers can easily and successfully complete the transaction.
It is also considered as a check out counter (Howell, 2016). After purchasing all the products and
using all the services, the customers can complete the whole process of transaction at the point of
sale point. It helps in avoiding the complexities associated with standing in large queues etc. The
implementation of the POS system is quite expensive. It is because this involves all the essential
factors that are required for a successful implementation of the same. There is a basic actual
server of the POS system and from that server, different terminals are connected. So, the
customers can make the payment and transaction from any of the terminal because all the
terminals are connected from the server. There is a software which is being used in the POS
system that the retail organisation can make use of for recording and processing of the
operations. Usually, a cash register can be a monitor, card reader, printer for printing the receipts
etc. because all these are required for an effective processing and also for maintaining a balance.
In the monitor, the customers can make the entry of the products purchased, with the help of a
card reader the customers can swipe their card on that so that the payment of the products
purchased can be done as well, barcode scanner so that the user can scan the bar code of the
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product from that and it will automatically enter the value of the product in the monitor and then,
the user can be able to collect their receipt from the receipt printer.
Implementation of POS system in Tesco
Tesco can also make sure to involve the implementation of the POS systems because this
can be considered as one of the ways of attracting the customers. It is because there is no such
issue of standing and waiting in the queues for a longer time. Also, there are variosu terminals of
the POS system because there is a main server of the POS where all the activities including the
transaction etc. are being processed but there are various different terminals that are connected
from the same server. So, this can help in gaining the interest of the customers at a huge extent.
POS is actually a combination of hardware as well as software that helps the process of
transaction quite easy for the Tesco as well. It is because these terminals will help them to easily
scan the product from the bar code scanner and then the system automatically enters the value of
the product on the system. Then, the processing of payment can be done accordingly and the
customer can get the receipt from the same (Nakagawa, Matsuda and Ogi, 2015). There are some
basic aspects of the POS system and these involve capabilities like a proper reporting of the
transaction and sales, management of the inventory, capable of collecting the information of the
customers so that at the time of loyalty programs, extra offers and discounts, they can be able to
contact the specified customers. Also, Tesco should ensure that the actual server which is
recording the activities of each terminal point is getting tracked along with the employee hours
and other related factors of the same. A proper checking of the scanning etc. should also be done
on a regular basis because barcode scanning is considered as one of the essential aspect of the
whole process of the POS system. It is because even any small issue with that as well can throw
an impact on the payment scale. Therefore, Tesco should ensure implementing tight security
features from initial stages as well because a proper monitoring whether the users are making an
efficient use of the POS systems or not is very important. It is because the actual forte of
implementing the POS systems in Tesco was to make the processing of the operations and
services easy enough for the company as well as for the customers.
Relationship between POS and customer satisfaction
There is a very direct relationship between the involvement of POS systems in Tesco and
in improving the rate of customer satisfaction. It is because there are various processes involved
in the implementation of the POS systems that helps in providing an increase in the overall arte
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of the processing of the operations and processes. The involvement of POS system in Tesco can
actually help them in various different operations and processes. The customers can get an
increased rate of all the processes and operations. Also, there are fewer chances of any theft etc.
because the whole system of the POS is being tracked. Although there is only one main server
but to that server, there are various terminals connected through which the users can shop and
transact the payment accordingly (Ebbage, 2015). Also, as this is a digital technology, so as per
the changes and the requirements, Tesco can also ensure to make the changes according to the
recent trends. So, the involvement of POS system in Tesco can be termed as the factors
providing satisfaction along with the convenience that helps in reducing the number and rate of
complexities of the customers. The complexity of the operations have been increased to an extent
that the people do not have much time to stand in large queues and wait till the other customers
have completed their transactions. So, the implementation of the POS system in Tesco for
achieving an effective processing of the operations and processes, can act as an effective option
because this will act as a beneficial measure for the engaged customers. Also, the payment
methods are flexible enough because the customers have to just scan the product through the bar
code and then it automatically updates the pricing of the same. Thus, it acts as an option that can
seem beneficial enough for achieving the satisfaction rate of the customers. Also, the discounts
and offers if involved in Tesco, they will be updated on the POS terminals as well. So, the
customers do not have to roam here and there for investigating about different offers and
discounts. Also, the Tesco involves various factors to be included in their terminals so that the
machine may ask for outputs like entering the basic data and information of the customer. This
also acts as a beneficial factor for the achieving the interest of the customers.
The data and information is being asked because the machine inputs loyalty points etc. in
the system. So, at the time of any offer or discount, for contacting the customer, the information
is being taken. Also, Tesco should ensure to provide an excellent experience of the POS systems
to their customers because if the customers will not get an efficient and appropriate rate of
service there, there might be the possibility that they can go and shop in some other outlet or
store (Caution and Ryner, 2017). Therefore, it is very important that Tesco should ensure
focusing on these ways so that they can be able to provide the customers, an appropriate rate of
satisfaction. This helps in gaining the trust and loyalty of the customers as well. Therefore, it is
very important to focus on these factors. An efficient rate of services by means of POS services
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can actually help in improving the overall productivity rate of the Tesco. Along with the
productivity, it also makes an increase in the popularity of the operations and functions of Tesco.
In many places, there are only cash payment systems rather than delivery by means of credit or
debit cards. So, for the stores only having the cash payment systems, it can seem quite
disappointing for the customers. It is because this is not possible that every customer can be able
enough to carry a huge amount of cash with them, so people prefer to keep it in their bank
accounts only. Also, this can be termed as a safe method for carrying the cash. Therefore, people
prefer to pay by means of cash etc. As in case of Tesco, they have implemented POS systems, so
for customers, it is not necessary that their customers have to carry huge amount of cash with
them but they can pay the same with the help of card as well. So, in this case, it seems as a
beneficial factor for the customers as they can do the payment action from swiping the card from
the POS system. Therefore, when there will be enormous number of beneficial factors for the
easy and flexibility of the customers, it will further help in maintaining their focus on the
operations and processes of the company as well. Therefore, it can help Tesco in gaining an
increased rate of customer satisfaction, thus a maximization in the overall rate of popularity as
well as productivity.
P2 Research methods to conduct primary and secondary data
Research methodology
This research has been done to select suitable technique or method so that research
method could be carried out in an effective manner. This method consists of data analysis,
research philosophy, research designing and research approach. This research is based on digital
technology.
Research Philosophy:
Research Philosophy consists of various qualified steps which includes examining,
gathering and finally evaluating the data collected from various sources. Research study is based
on the type or the nature of study to make appropriate analysis of information (Cooper,
Desjardins and Croll, 2016). When proper study is done regarding research philosophy then final
conclusion is taken by the researchers on the topic. It aims at focussing two common phenomena
i.e. positivism and interpretivism. In positivism all negative facts and figures are eliminated and
objectives and goals are focussed. It is properly followed in a structural way. While
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interpretivism is a kind of subjective body of the research. It makes study more theoretical and
explained through models (Toye, Williamson and Lamb, 2016.). Then. Researchers also explain
all these things through interpretations and set pairs of benefits which are really impelling in the
research work. If researchers have to choose between these two then they will go for positivism
as goals and aims are mainly focused in this area.
Research Design :
In this different components are included to aid researchers which is a very logical way.
All the problems are pointed in a very diligent manner by researchers. A blueprint is developed
by accumulating and assessing the information. It provides an opportunity to researcher to
understand and take a review of a complex data efficiently. Another method used researcher is
descriptive design method (Tight, 2016). In this all theories are recommended by them and
research work is properly handled to analyse the digital technology which is part of research
work. this helps to Kerr, Eckert and Wandwabwa, 2016understand the qualitative part of digital
information that could achieve good results and improves productivity(Edson, Henning and
Sankaran, 2016). It also helps in reducing the extra efforts of researchers and task is
accomplished in very significant way. Research design work is experimental, descriptive and
exploratory. Researchers take the help these designs to solve complex projects in an efficient
way. Main aim lies behind descriptive research design is that the situation is handled in a very
perfect way. Furthermore, collection of factual information from different sources is necessary
which head them to successful project. Therefore three parts of this design are analysed very
critically. Thus, research design provides information which is correctly analysed through
descriptive method.
Research Approach :
This approach is specified which provides way to present information in general to
specific and specific to general. This approach is very helpful to increase the knowledge of
researcher and understanding the project in same direction (Creswell and Poth, 2017). Two
important research approaches are followed researchers i.e. deductive and inductive. In inductive
way information is presented in general to specified way. While in deductive approach research
is shown oppositely. Various theories are followed which can relate to research topic (Mebius,
Kennedy and Howick, 2016). These research approaches provide a suitable path to them through
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which they make their projects more efficient and can achieve in their goal in an effective
manner. Now researchers have many options to choose approach for their topic, so many have
chosen inductive research because this approach has emphasized on theories and models of
various big leaders and well known persons. These theories help them to simplify their project
give them deep understanding for the same in future. Development and improvement of the
project is based on inductive approach. Thus, it can be said that importance of digital technology
can be identified through this approach in a very convenient manner. It develops a sense of
admiring theories and various models ans specific information gets covered up. This helps in
representing the data in organized manner (Bailly and Comino, 2017).
Data collection
To carry out research in in an effective manner it is important for the researcher to ensure
to gather information from different sources. Collection of information from different sources
will help in gaining valid outcome (Edson, Henning and Sankaran, 2016). Two sources of data
collection are primary and secondary which can be consider by the researcher. Primary
information is basically new information which is collected at the time of conducting research.
Such types of information can be gathered through survey, questionnaire, interview etc. On the
other side, secondary information is that which is published by different scholar in their book on
the similar topic. It is also called as second-hand information. In this different authors views and
opinion are incorporate which help in supporting the findings of primary research (Mebius,
Kennedy and Howick, 2016). The present research is based on analysing the role of POS in
enhancing the customer satisfaction level in a retail-based organisation in UK. For the present
research both primary as well as secondary method will be considered by the researcher. In
primary information will be gathered through survey. Question will be asked from employees of
Tesco company. They can easily provide information implementation of point of sales system.
On the other side, secondary information will be gather through books, journals and articles. The
reason for selecting primary method is to know the view of employees and benefits they gain due
to implementation of POS system.
Sampling:
Sampling is required so that selection of a subset of individual can be selected from the
large number of population. There are two type of sampling method that are probabilistic and
non-probabilistic. For the present research probabilistic method is consider in which random
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sampling technique will be applied (Bailly and Comino, 2017). Here 50 employees of Tesco
company are selected through survey. Reason for selecting random sampling method is to
provide equal chance to employees of being selected and reduce any type of biasness.
Data analysis:
Data analysis is important section of the research in which collected information is
properly evaluated for gaining valid outcome (Kerr, Eckert and Wandwabwa, 2016.). Through
evaluating the information, the researcher can easily convert raw data into a meaningful
information. It is classified into two techniques that are qualitative and quantitate. Quantitative
technique is considered at the time when researcher wants to carry out analysis on the basis of
numerical form. In this, different statistical tools are applied by the scholar such as descriptive
test, Z-test, etc. On the other side, qualitative technique is that in which analysis is done in non-
numerical form. Various themes are prepared by the researcher based on results which help in
gaining valid results. For the present research qualitative technique is used by the investigator in
which different themes is prepared on the basis of results and interpretation is done. Along with
this this themes and charts is prepared that help in supporting the findings (Wright, Wahoush.
and Jack, 2016). This technique is effective enough in order to present the findings in systematic
manner and analyse the results in detail manner.
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